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Packaged CCE Software Compatibility Matrix for 11.0(x)
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Cisco Packaged Contact Center Enterprise Compatibility Information (Index)
The Unified Contact Center Enterprise (CCE) Solution Compatibility Matrix includes all Cisco Unified CCE solution component information, such as Finesse, Cisco Unified Intelligence Center (CUIC), and Cisco Unified Customer Voice Portal (CVP). This compatibility matrix specifies all supported configurations and versions for Cisco Packaged Contact Center Enterprise, release 11.0(1). The information in this compatibility matrix supersedes compatibility information in any other Cisco Packaged Contact Center Enterprise documentation. If a configuration or version is not stated, that configuration or version is not supported.
Packaged CCE components must all be at the same version, with the exception of Unified Communications Manager. This section lists the supported component versions.
Note: Cisco Packaged CCE 11.0(1) shares the same media kit as Cisco Unified CCE 11.0(1), which includes some components not supported in a Packaged CCE deployment.
Component | Major Release Version | Operating System |
---|---|---|
Cisco Unified Contact Center Enterprise | 11.0(1) and later maintenance releases | Microsoft Windows |
Cisco Unified Customer Voice Portal | 11.0(1) and later maintenance releases | Microsoft Windows |
Cisco Unified Communications Manager |
11.0(1a) and later maintenance releases |
Linux-based Cisco Unified Communications Operating System |
Cisco Unified Intelligence Center | 11.0(1) and later maintenance releases | Linux-based Cisco Unified Communications Operating System |
Cisco Finesse | 11.0(1) and later maintenance releases | Linux-based Cisco Unified Communications Operating System |
Optional components:
Hardware Model | Software Version | Software Feature Set | Gateway Functionality | MediaSense | Packaged CCE and Cisco HCS for Contact Center Support | |
---|---|---|---|---|---|---|
VXML Gateway Browser |
Call Progress Analysis for Outbound Option for SIP Trunks (CUBE) |
|||||
AS5350XM AS5400XM AS5350XM with AS5400XM with |
15.0(1)M1.2 15.1(4)M7 |
IPPLUS IP Enterprise Plus IPSec 3DES |
Yes | No | No | No |
ISR G1 18xx, 28xx, 38xx | 15.0(1)M1.2 15.1(4)M7 |
Advanced IP Services IP Voice |
Yes | No | No | No |
ISR G2 29xx, 39xx, 39xxE | 15.1(4)M7 | Universal | Yes | No | No | No |
15.2(4)M4 15.3(3)M3 15.4(3)M2 |
Universal | Yes | No | Yes | Yes | |
15.5(2)T1 15.5(3)M1 15.6(1)T0a 15.6(2)T |
Universal | Yes | Yes | Yes | Yes | |
ASR 1000 | IOS XE 3.10 IOS XE 3.13 |
Universal | No | No | Yes | No |
IOS XE 3.15.1S1 IOS XE 3.16 |
Universal | No | Yes | Yes | No | |
ISR G3 43xx(4321,4331,4351) |
IOS XE 3.13 IOS XE 3.15.1S1 IOS XE 3.16 IOS XE 16.6 |
Universal | No | Yes |
Yes | Yes |
1 There is an outstanding defect for IOS XE 3.15.1S. For more information, see the defect details for CSCuv91316.
Additional Notes:
IOS Versioning Key, using 15.1(4)M3 and 15.1(4)T1 as examples.
Unified CVP supports the listed IOS release trains and their later M or T trains respectively. For example, gateways supporting 15.1(4)M3 will also support 15.1(4)M4 and 15.1(4)M7, but not 15.1(4)M1 and 15.1(4)M2.
Supported Versions: Cisco Unified SIP Proxy 8.5(x), 9.0(x), 9.1(x)
and later maintenance releases.
Packaged CCE supports all of the endpoints that are supported by Unified CCE, provided that the endpoint supports the Built-in Bridge (BIB) and CTI-controlled features under Session Initiation Protocol (SIP) control.
For Packaged CCE deployments:
Endpoint | Voice | Video | RSM (UCCE Only) |
Unified CM Silent Monitor |
Agent Greeting |
Whisper Announcement |
IP Phone Agent (Finesse or CAD) |
IPv6 SCCP (UCCE Only) |
IPv6 SIP | Video Prompt/Queue when used as Caller Endpoint |
Packaged CCE and Cisco HCS for Contact Center Support |
---|---|---|---|---|---|---|---|---|---|---|---|
C40, C60, C90 |
Yes | Yes | No | No | No | No | No | No | Yes | Yes | Yes |
MX300 G2, MX700, MX800 |
Yes | Yes | No | No | No | No | No | No | Yes | Yes | Yes |
SX10, SX20, SX80 |
Yes | Yes | No | No | No | No | No | No | Yes | Yes | Yes |
EX60, EX90 |
Yes | Yes | No | No | No | No | No | No | Yes | Yes | Yes |
DX650, DX70, DX80 (for Android) |
Yes | Yes | No | Yes | Yes | Yes | No | No | Yes | Yes | Yes |
9951, 9971(1) |
Yes | Yes | Yes | Yes | Yes | Yes | CAD | No | Yes | No | Yes |
8961(1) | Yes | Yes | Yes | Yes | Yes | Yes | CAD | No | Yes | No | Yes |
8941, 8945(1) |
Yes | Yes | Yes | Yes | Yes | Yes | CAD | No | No | No | Yes |
8845, 8865 | Yes | Yes | Yes | Yes | Yes | Yes | Finesse
CAD |
Yes | Yes | Yes | Yes |
8811(2), 8821(6), 8841, 8851, 8851NR, 8861 | Yes | No | Yes | Yes | Yes | Yes | Finesse
CAD |
No | Yes | Yes | Yes |
7942G, 7945G, 7962G, 7965G, 7975G |
Yes | No | Yes | Yes | Yes | Yes | CAD | Yes | No | Yes | Yes |
7925G, 7925G-EX |
Yes | No | Yes | No | No | No | CAD | No | N/A | No | No |
7821, 7841, 7861 |
Yes | No | Yes | Yes | Yes | Yes | Finesse
CAD |
No | Yes | Yes | Yes |
6921, 6941, 6945, 6961 |
Yes | No | Yes | Yes | Yes | Yes | CAD | Yes | Yes | Yes | Yes |
Cisco IP Communicator(3) 8.6(4) and later |
Yes | No | Yes | Yes | Yes | Yes | Finesse | No | No | Yes | Yes |
Jabber for Windows(4) 9.7 and later |
Yes | Yes | Voice-only(5) | Voice-only(5) | No | Yes |
No | No | No | Yes | Yes |
Jabber for Mac(4) 9.6 and later |
Yes | Yes | Voice-only(5) | Voice-only(5) | No | Yes |
No | No | No | Yes | Yes |
Jabber for VXME(4) 9.7 and later |
Yes | No | Voice-only(5) | Voice-only(5) | No | Yes |
No | No | No | Yes | Yes |
1If your Finesse agents use 89xx or 99xx series phones, you
must enable Multi-Line on the Unified Communications Manager for all agents
on the peripheral. You must configure all phones with the following
settings: set Maximum number of calls to 2; set Busy trigger to 1.
28811 requires cmterm-devicepack10.5.1.11012.cop.sgn or later
applied to CUCM. 8811 does not support the CAD IP Phone Agent.
3Mobile Agents are not supported with Cisco IP Communicator.
4Not supported by Cisco Agent Desktop.
5This feature is not supported in Video Contact Center
deployments.
68821: Update the firmware to 11.0.3ES1.1 or higher. 8821 does
not support Finesse IP Phone Agent in this release.
Additional Notes:
The following general limitations pertain to supported IP phones:
Callers outside of the enterprise's network can use the following endpoints, as part of Video Contact Center with Jabber Guest:
Jabber Guest browser client requirements are described in the
Cisco Jabber Guest Server Installation and Configuration Guide.
The following additional components are required for Video Contact Center.
Software/Component | Version | Notes |
---|---|---|
Cisco MediaSense | 11.0(1) and later maintenance releases | |
Cisco Telepresence MCU | 5310 or 5320 | |
Cisco Jabber Guest Server | 10.0 and later maintenance releases | Required only for Video Contact Center with Jabber Guest deployments. |
Cisco Expressway Edge and Core | 8.2 and later maintenance releases | Required only for Video Contact Center with Jabber Guest deployments. |
Function | Software |
---|---|
Antivirus Software |
|
Unified Intelligence Center reporting | Microsoft Excel Versions 2007 and 2010: used for exporting reports |
Unless explicitly mentioned, upgrading any third-party software that is bundled along with Packaged CCE is not supported.
For more detailed information see
Cisco Customer Contact Software Policy for Use of Third-Party Software.
You can apply newer Java security updates as described in the Cisco Packaged Contact Center Enterprise Installation and Upgrade Guide, Release 11.0(1).
Exceptions to the browser compatibility are:
Software | Version | Notes |
---|---|---|
Microsoft Windows Server 2012 R2 Standard Edition |
Used for:
Note:
|
|
Microsoft Windows Active Directory | Windows Server 2003, 2008, and 2012 |
Windows Server Active Directory support is inclusive of R2 versions. Packaged CCE does not require any specific Active Directory functional level. |
Microsoft SQL Server 2014 Standard and Enterprise Edition | Service Pack 1 is supported (including later CUs and SPs) |
Used for Unified CCE Data Server. |
Notes:
The following table lists supported localized versions of Microsoft Windows Server and SQL Server that you can use.
Microsoft Windows Server 2012 R2 | Microsoft SQL Server 2014 | SQL Collation Setting |
---|---|---|
Danish | Latin1_General | |
Dutch | ||
Finnish | ||
French | French | |
German | German | |
Italian | Italian | |
Norwegian | ||
Portuguese (Brazil) | Portuguese (Brazil) | |
Spanish | Spanish | |
Swedish | ||
Chinese (simplified) | Chinese (simplified) | Chinese_PRC |
Chinese (traditional) | Chinese (traditional) | Chinese_Taiwan_Stroke |
Japanese | Japanese | Japanese |
Korean | Korean | Korean_Wansung |
Polish | Polish | |
Russian | Cyrillic_General | |
Turkish | Turkish |
If there is not a corresponding localized SQL Server 2014 (listed in the Microsoft SQL Server 2014 column) for a particular language listed in the Microsoft Windows Server 2012 R2 column, use the English SQL Server 2014 with the applicable setting listed in the SQL Collation Setting column.
Cisco Packaged Contact Center Enterprise supports multilingual versions of Microsoft Windows Server 2012 R2 (English Windows Server 2012 with language packs installed). For details about how to set up multilingual versions of Microsoft Windows Server 2012 R2, see the Cisco Packaged Contact Center Enterprise Installation and Upgrade Guide.
Use English SQL Server 2014 on multilingual versions of the Microsoft Windows Server 2012 R2 environment. Following are two valid examples of supported multilingual environments:
CTI Option | Server Platform | ||
---|---|---|---|
Windows 7 (Pro, Enterprise, and Ultimate) | Windows 8.1 | Mac OS X | |
Cisco Finesse |
Yes
|
Yes
|
Yes
|
Silent Monitor Service for Unified CCE Toolkit |
Yes
|
No
|
No
|
CTI OS Clients1 |
Yes
|
No
|
No
|
CTI OS - Custom Apps using Java CIL1 |
Yes
|
No
|
Yes
|
CTI OS - Monitor Mode Apps using Java CIL1 |
Yes
|
No
|
Yes
|
1Installation is supported on Microsoft Windows Server 2012 R2 only for the application that will be published in the Citrix presentation server.
Cisco Client Type | Virtual Desktop Infrastructure |
---|---|
Cisco Finesse |
VMware View 4.6, 5.x and 6.0
Horizon View 6.0 Citrix XenDesktop 4.x, 5.0, 5.5, 6.0, 6.5, 7.0, 7.1, 7.5, 7.6 |
CTI-OS Clients (All CILs) | VMware View 4.6, 5.0
Citrix XenDesktop 5.0, 5.5, 6.0, 6.5 |
Notes:
Cisco Client Version | Citrix/XenApp | Remote Desktop Services Platform |
---|---|---|
Cisco Finesse | XenApp 7.5 | Windows Server 2012 R2 |
CTI-OS Clients (All CILs) |
XenApp 7.5 Enterprise Edition |
Windows Server 2012 R2 |
This section provides information on speech vendors providing Automatic Speech Recognition (ASR)/Text-to-Speech Server (TTS) that have been tested for interoperability with Unified CVP.
Category | Requirements |
Nuance Software |
Unified CVP 11.0(1) has been tested for interoperability with the following Nuance components:
Note: Contact Nuance support for compatibility of later dot releases of Nuance components with Unified CVP. |
Operating System |
Use vendor-recommended operating system software. |
The following Packaged CCE components support third-party load balancers in redirect mode and Cisco Application Control Engine (ACE) 4710 Appliance Series with Software version A4(2.0). Cisco ACE is supported for upgrades only. See here for more details on ACE support.
Third-party load balancers must meet the following requirements:
Note: Refer to the individual component Design Guides for specific interfaces where the load balancers can be used in your deployment.
The interoperability notes and the known caveats for most commonly used third party Load Balancers like the Big-IP F5 and the Citrix NetScalar 1000v can be referred from the following locations:
For hardware and virtualization information, see [[Virtualization for Cisco Packaged CC
For more information on Cisco Remote Expert Mobile, see the
Cisco Contact Center Solutions and Unified Communications Manager Solution
Configuration Guide for Remote Expert Mobile.
Apple iOS 7 and iOS 8 Devices | Models |
---|---|
iPad | iPad Air, iPad Air 2, iPad 2, iPad 3rd Generation, iPad 4th Generation |
iPad Mini | iPad Mini, iPad Mini with Retina Display, iPad Mini 3 |
iPhone | iPhone 4S, iPhone 5, iPhone 5C, iPhone 5s, iPhone 6, iPhone 6 Plus, iPhone 7, iPhone 7 Plus |
iPod Touch | iPod Touch 5th Generation |
Android Vendors | Models |
---|---|
Samsung | Galaxy S4, S4 Mini, S5, S5 Mini, S6, S7 Galaxy Note III (or newer) Galaxy Tab S, Tab 4 (8.4" and 10.1") |
Nexus 5, 6, 7, 9, and 10 | |
LG | G2, Optimus G3 |
Motorola | Moto G |
HTC | One M7, M8, One Max |
HP | Slate 7, 8, and 10 |
Additional Notes:
System Requirement | Jabber for Windows and Finesse Agent Desktop | Jabber for Mac and Finesse Agent Desktop |
---|---|---|
Operating System |
|
|
Installed RAM |
4 GB |
4GB |
Free physical memory | 2 GB | 2 GB |
Free disk space | 1 GB | 1 GB |
CPU speed and type | 4th Generation Intel Core i3 or later | 1.6-GHz dual-core Intel Core i5 or later on the following
hardware:
|
GPU | DirectX 11 on Microsoft Windows 7 | N/A |
I/O ports | USB 2.0 for USB camera and audio devices | USB 2.0 for USB camera and audio devices |
Screen resolution | For Finesse clients, the minimum supported screen resolution is 1024x768. | For Finesse clients, the minimum supported screen resolution is 1024x768. |
Browser | Supported Version | Verified Against | Plug-in Required | Platform / Operating System |
---|---|---|---|---|
Google Chrome | 33+ | 47 | No |
|
Mozilla Firefox | 28+ | 40-43 | No |
|
Microsoft Internet Explorer | 11 | 11 | Yes | Windows |
Apple Safari | 8+ | 8.3 | Yes | OSX |
Microsoft Edge | 12+ | 12 | No | Windows 10 Co-browsing only—no Voice & Video |
Opera | 28+ | N/A | No |
|
Note: Mobile browsers are not supported.